Return policy

1. 14-DAY RETURN WINDOW
Customers have the right to initiate a return request within 14 days of receiving their package, provided the product remains in its original condition. To be eligible for a return, the item must be unused, unwashed, and in the same packaging as originally delivered, including all protective seals and authentication codes.

2. HYGIENE AND SAFETY RESTRICTIONS
Due to the specific nature of electronic cigarette products and health safety regulations, we cannot accept returns for any e-liquid, disposable device, or atomizer that has been opened or had its factory seal broken. This policy is strictly enforced to maintain hygiene standards and protect our global customer base from contaminated hardware.

3. RETURN AUTHORIZATION PROCESS
You must contact our support team to receive a Return Merchandise Authorization (RMA) number and the specific European warehouse address before sending any items back. Any parcels returned to our German or European fulfillment centers without a pre-approved RMA or a valid tracking number will be rejected and excluded from the refund process.

4. RETURN SHIPPING COSTS
The customer is responsible for paying all shipping costs associated with the return of non-defective items to our European warehouse facility. These shipping expenses are non-refundable, and we recommend using a trackable shipping service, as we cannot guarantee receipt of your returned package without verified courier data.

5. DEFECTIVE OR DAMAGED GOODS
If you receive a product with a manufacturing defect or one that was damaged during transit, you must report the issue within 48 hours of delivery with clear photographic or video evidence. Upon verification of the defect, we will arrange for a free replacement or a full refund at no additional cost to the customer.

6. REFUND PROCESSING AND TIMELINES
Once your return is received and inspected at our hub, we will notify you via email regarding the approval or rejection of your refund based on the item’s condition. Approved refunds are processed automatically to the original payment method within 5 to 10 business days, though exact timing depends on the policies of your financial institution.

7. ORDER CANCELLATIONS
Requests for order cancellations must be submitted within 12 hours of purchase to ensure the fulfillment team can intercept the package before it departs the warehouse. If an order has already entered the shipping phase from our European center, it cannot be canceled and must be treated as a standard return according to the terms above.